(Ep. 228) Ken Hughes: The heart of customer experience

IN EPISODE 228:The best experiences don’t transact — they transform. In Episode 228, Ken Hughes shows how the best brands create "heart space" by making emotional connections with their customers. We explore the importance of non-traditional metrics in customer service, why brands should treat their employees as their "first customer," how to create memorable experiences that truly surprise and delight, and why brands should put customer intimacy above all else. ABOUT KEN HUGHES:Ken Hughes is a globally recognized leader on consumer experience and modern consumer culture. He's advised major brands like Starbucks, Google, Coca-Cola, and the NFL on customer and employee experience strategies and helps organizations foster authentic connections in a tech-drivenworld.

IN EPISODE 227:Curiosity is more than just a way to learn from others - it's how we show others we care. In Episode 227, Ryan Hawk drops by to discuss ways to foster deeper conversations and connections at work and in life. We talk about the ingredients of a great conversation, how to get people to open up aboutthemselves, and how leaders can turn curiosity into a strategic workplace advantage. ABOUT RYAN HAWK:Ryan Hawk is the bestselling author of three books, a keynote speaker, and host of The Learning Leader podcast, which has been named an Apple Podcast “Best-Seller” for the past four years and regularly ranks as the #1 BusinessPodcast in the world.

IN EPISODE 226:If you want to build a culture, you need a culture architect. In Episode 226, Laura Hamill provides the blueprint for creating a culture built on lived values. We discuss the critical role leaders play in shaping culture, why culture building takes both head and heart, and how to tell if the culture is living up to purpose. ABOUT LAURA HAMILL:Laura Hamill, Ph.D., is an organizational psychologist and owner of Paris Phoenix Group, a consulting firm specializing in driving impactful research and outcomes. Previously, she was co-founder of Limeade, an employee experience software company, where she held the dual roles of Chief People Officer and Chief Science Officer, and also served as the Director of People Research at Microsoft. Laura hosts theHappy at Work podcast, and is the author of The Power of Culture.

IN EPISODE 225:Leadership is more than just a title - it's a choice. In Episode 225, Adam Galinsky demonstrates the inspiring or infuriating impact that leaders have on their teams. We discuss the outsize effect on a leader's behavior on others, the importance of sharing credit, and how organizations can cultivate more inspiring leaders.ABOUT ADAM GALINKSY:Adam Galinsky is a Vice Dean and professor at the Columbia Business School. He has published more than 300 scientific articles on leadership, negotiations, decision-making, andethics, is the author of two books, including his latest, INSPIRE: The Universal Path for Leading Yourself and Others.

IN EPISODE 224:When we understand the boundaries of failure, there is no limit to success. In Episode 224, Sheri Jacobs explores the importance of "taking more shots" to achieve transformational growth. We discuss how organizations can promote healthier norms around failure, why it pays to set boundaries for experimentation, and how leaders can overcome short-term pressures to make room for risk-taking and learning. Sheri also reflects on her personal journey of taking more shots after a health scare that ultimately changed her life.ABOUT SHERI JACOBS:Sheri Jacobs is the founder and CEO of Avenue M Group, a global keynote speaker and a three-time bestselling author. She's also a wildlife photographer and has completed 18 marathons.

IN EPISODE 223:Burnout doesn't have to be the price of ambition. In Episode 223, Bianca Best debunks the myths surrounding balance and productivity. She highlights the need for self-awareness in managing time and energy, how kind leadership fosters a healthier work environment, and ways that individuals can take ownership of their well-being.ABOUT BIANCA BEST:Bianca Best is a global executive, bestselling author, certified coach, inspirational speaker, and proud mother of four. She's worked with brands like Google, Snap and Amazon. Bianca is the author of three books, and her latest is: Big Impact Without Burnout.LINKS:https://www.youtube.com/@biancabest_BBTVhttps://www.linkedin.com/in/biancabesthttps://www.instagram.com/biancabest_/

IN EPISODE 222:Good leaders give feedback to teams. Great leaders get teams to share feedback with each other. In Episode 222, Keith Ferrazzi describes the shift to "teamship," a team-oriented model that emphasizes team transformation. Keith shares practical techniques for fostering a culture of candor, the significance of humility in leadership, and the necessity of building strong relationships to enhance teamwork. We highlight the transformative power of peer-to-peer feedback and the role of shared responsibility in achieving team success.ABOUT KEITH FERRAZZI:Keith Ferrazzi is a renowned executive team coach, keynote speaker, influential thought leader and founder of Ferrazzi Greenlight, where he has spent more than 20 years coachingFortune 500 companies, unicorn startups, and even governments. Keith leads the Greenlight Research Institute, which is focused on team transformation. His latest book is Never Lead Alone: 10 Shifts from Leadership to Teamship.LINKS:https://www.keithferrazzi.com/bookshttps://www.linkedin.com/in/keithferrazzi/https://www.instagram.com/keithferrazzi/https://www.youtube.com/@keithferrazzihttps://www.tiktok.com/@keithferrazzihttps://www.facebook.com/keithferrazzi/https://x.com/ferrazzi

IN EPISODE 221:The best bosses are framers, not fixers - and they make everyone around them better. In Episode 221, Sabina Nawaz returns to the show to discuss ways to become a better boss. We discuss the importance of self-awareness, empathy, and effective communication in leadership; how to avoid common communication mistakes; and shifts that managers can make to build capacity in others. ABOUT SABINA NAWAZ:Sabina Nawaz is an elite executive coach who advises C-level executives and teams at Fortune 500 corporations, government agencies, nonprofits, and academic institutions around the world. She has written for and been featured in Harvard Business Review, The Wall Street Journal, Forbes, Inc., Fast Company, NBC, Nasdaq, and MarketWatch. Her latest book is: YOU'RE THE BOSS: Become the Manager You Want to Be (And Others Need).

IN EPISODE 220:Managing up isn't about making our boss's life easier - it's about taking control of our work experience. In Episode 220, Melody Wilding returns to discuss ways to create alignment with managers, how to set effective boundaries, tips for giving and receiving feedback, and how to navigate growth opportunities.ABOUT MELODY WILDING:Melody Wilding is an author, speaker and executive coach. She's been named one of Business Insider’s Most Innovative Coaches and has worked with top organizations like Google,Amazon, and JP Morgan. Melody has been featured in The New York Times and Wall Street Journal and is a contributor to Harvard Business Review, Fast Company, Psychology Today, and Forbes. Her new book is Managing Up: How to Get What You Need From the People in Charge.

IN EPISIODE 219:When does an apology actually make things worse instead of right? In Episode 219, Shira Miller discuss the detrimental effects of "apology speak" in our personal and professional interactions. We discuss ways to communicate more effectively without undermining ourselves, how to transform apology speak into confident communication, and how to deal with people who rarely take accountability fortheir actions. ABOUT SHIRA MILLER:Shira Miller is an award-winning keynote speaker, Certified Executive Coach,  and  the Chief CommunicationsOfficer of National DCP, the $3 billion supply chain company serving Dunkin’ franchisees. She's also the author of Free and Clear: Get Unstuck and Live the Life You Want.